In a recent survey from Celent, it was concluded that while consumers may not visit the branch often, when they do, their experience is critically important. In fact, a poor branch experience is the single biggest motivator for switching banks. And it’s not just Boomers. Forty-three percent of Millennials expressed the same sentiment.

Cross selling has certainly gained a negative connotation over the past few years, and with good reason. In order for consumers and small businesses to develop trust and establish a long-term relationship with a bank, they must have confidence that their banker is focused on helping them and improving their financial condition. Cross selling often puts the bank’s priorities first, rather than the consumer.

The industry is all too familiar with the back and forth debate over branch vs. digital banking. In fact, it’s impossible not to read about it when picking up any trade journal or perusing through your LinkedIn feed: Do customers prefer to conduct their banking online or in person? With mobile banking surging, are branches still relevant?

CBA Live 2018. Join Dennis Devine of KeyBank, Bill Hippensteel of Commerce Bank, and George Noga of Ignite Sales, Inc. Tuesday March 13th at 9:20am You’ll learn the differences between deep selling and cross selling and how to engage and meet customers’ needs in the new digital world using AI machine learning.

As the evolution of financial services accelerates at a relatively rapid pace, retail bankers are challenged to understand that the banking practices and performance that have been satisfactory for decades will not be acceptable going forward. Customers know more, expect more and are far less loyal to a particular bank brand than ever before. Driven by these facts, virtually every bank is assessing how they need to change and are in varying stages of developing and executing revised growth strategies.

In light of the current events on wrongful account openings, wouldn’t it be great if bankers could have a consistent and compliant conversation with every customer; and know with confidence they are helping each customer improve their financial life? A customer engagement platform that provides documented, compliant, dynamic sales dialogs will ensure customers’ needs are met in a transparent and compliant manner.

The survival of every bank in the US will ultimately depend on how well they engage with customers at every point of interaction, especially through digital channels. Consumer engagement technologies play a critical role for financial institutions in meeting customer needs and expectations.